Tearsheet Podcast · Nov 3, 2026 · 34m · 25m saved
With Dan Massey, Senior Executive Vice President and Chief Enterprise Operations and Technology Officer at Regions Bank · Paul Weiss, Chief Transformation Officer at Regions Bank · Brian DuVal, President, North America at Temenos
Photo via cio.com
Regions Bank's developers are about 30% more efficient since they started using generative AI, and the bank is now pointing the same tools at document processing, fraud and security fixes. Dan Massey, Regions' chief enterprise operations and technology officer, joined Paul Weiss, its chief transformation officer, and Brian DuVal, president of North America at Temenos, on the Tearsheet Podcast. Their subject was the gap Temenos research found between what US consumers expect from their bank and what banks deliver. Many banks treat the gap as a race against other banks; Brian said customers are comparing their bank with everything else they use.
"It's not being driven by other banks. It's driven by their own personal experiences and everything else that they do within their lives." — Brian DuVal
Dan and Paul run the technology and transformation work at a large US regional bank that is rebuilding its core systems with Temenos, the banking software maker Brian leads in North America.
The full episode is covered here so you can skip it. 34 minutes of audio, 9 minutes of reading.
Here are the 11 takeaways that matter.
Key Takeaways
Customers judge banks against Amazon and Avis, not against other banks
Bank data is often locked in old systems, and freeing it takes a capital commitment rather than small steps
Regions started generative AI in the back office, with developers first
A human stays in the loop on every AI use at Regions, with risk and security involved from the start
The middle tier of customers deserves "one of one" treatment, not only the top tier
Customers should say where money goes and when, and never choose the payment rail themselves
1. Amazon Sets the Bar
The episode was built on "The Banking Expectation Gap: U.S. Consumer Edition," research Temenos commissioned. It found consumers' expectations running ahead of their banks in personalization, trust, digital service and access to a person when they need one. Brian said the yardstick comes from one-click buying on Amazon and booking a car or hotel through Avis or Expedia.
Brian DuVal says the most important service in a customer's life is still the hardest to use
"The most important thing to me is my financial and my assets and my insurance and my retirement... and yet that still does not have the ease of use and the customer experience that I have when I rent a car." — Brian DuVal
Paul expects the gap to keep widening.
"I don't see the pace of change that has driven that gap slowing down." — Paul Weiss
